At Pacifica Continental, we are currently working with a leading global electronics company in search of a Contact Center Manager to join their team!
Position Title: Contact Center Manager
Division: Contact Center Operation
Team/Group: Customer Satisfaction
Role Objective Responsible for SEASA's Contact Center operation through all the channels: call center, chat, Samsung.com, etc.Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through call center operation.Provide efficient solutions to customers by developing and operating online contents. Also responsible for all the customer´s VOC and claims.Focus on providing the best solution for the customer and the company, analyzing cost for the company and offering to the customer.Minimum Requirements Academic Background: Graduated student from the careers of Administration, Psychology Industrial Engineering or similar.Professional Experience: At least 5 years of experience in Customer Service, Customer Care or Customer Experience. Preferred: Telcos, tech, consumer electronics.Specific knowledge / skills: Leadership of operations of Contact Center/Customer Relations/Call Center. CRM platform.Languages: Fluent EnglishAreas of responsibility Customer Experience Management Maximize customer satisfaction by collecting, analyzing and resolving customer requirements through contact center operation.Analyze all the processes that customers experience and participate in providing suitable customer services accordingly
- Measurement Criteria: FCR, NPU, VOC indicatorsQuality Management Responsible for area KPIs.Analysis regarding metrics and improvement resolutions.Communicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers.Responsible for surveys administration, results follow up and improvement plans
- Measurement Criteria: percentage for each indicator. CPR, RCR, CAR, SL, CSS, NPSCustomer Support Management Responsible for vendor operation, SLA, quality and control.Provide efficient solutions to customers by developing and operating online contents.Perform activities for customer support by developing contents for customers to find solutions for problems through online
- Measurement Criteria: FCR indicatorRemote Customer Support Solve customer inconveniences via remote system, and perform to improve customer satisfaction and reduce service costs.
- Measurement Criteria: percentage of interactions with remote support over the total of interactions.Market Research Management Analyze to apply customer feedback and measurement of customers' purchase tendency to new product development and marketing.Provide insight based on market research, benchmarks, competitors or other subsidiaries best practices.Benchmark with other LAO subs to understand team structure and try to replicate best practices.
- Measurement Criteria: LAO's best practices sessions attendance.Others HQ point of contact.PIC of weekly follow up meetings with CS Managers, HoD, eStore vendors, and other stakeholders.Hybrid modality.
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